Monitoring and recording features for Unified CCX

The Unified CCX call statistics, recording, and monitoring server maintains Unified CCX call statistics and provides recording and call monitoring functions for the Unified CCX Enhanced and Premium packages. This chapter provides information on the dependencies to use the monitoring and recording features in Unified CCX.

Remote monitoring

Note

The Remote Monitoring section only applies to Unified CCX deployments with Unified CM.

Remote monitoring allows a supervisor to call into any site where the supervisor has a Unified CM user profile and monitor an agent's conversation. You must configure remote monitoring applications when you want to use remote monitoring.

When you, as a supervisor, monitor a conversation, you can hear all parties on the call. The parties will have no indication that you are monitoring the call. You cannot join the call or be heard by the parties.

With remote monitoring, you can choose to monitor a call in either of these ways:

By resource (agent)—In this case, you identify the resource by agent extension.

By CSQ—In this case, you will monitor the call of an agent who belongs to the CSQ. When you monitor by CSQ, you select the CSQ from a menu. Refer to Configuring Remote Monitoring Application section in the Cisco Unified CCX Administration Guide for detailed configuration information.

Note

Remote Monitoring is available only with the Unified CCX Premium.

CSD monitoring

Supervisors can monitor an agent's call using the Cisco Supervisor Desktop (CSD).

Recording agent conversations

Depending on whether you are an agent or a supervisor, you can monitor and/or record agent phone calls.

If configured to do so, agents can record their own customer calls. See the Cisco Agent Desktop User Guide for information on procedures, and the Cisco Desktop Administrator User Guide for information on how to configure agents so that they can record phone calls.

Supervisors can monitor and/or record agents' phone calls. See the Cisco Supervisor Desktop User Guide for more information.

Prompts

Prompts are messages that the Unified CCX system plays back to callers. Unified CCX applications often use prompts to elicit caller response so that the Unified CCX system can transfer calls, receive account information, and perform other functions. Refer to the Managing Prompt Files section in the Cisco Unified CCX Administration Guide for detailed information on prompts.

Through Unified CCX Administration Media Configuration, you can create and modify the prompts that your scripts use. You can also upload spoken names for each person in the organization, so callers receive spoken names rather than spelled-out names when the automated attendant is asking the caller to confirm which party they want.

You can use any sound recording software to record a prompt if the software can save the prompt in the required file format. You can record a different prompt for each instance of a script.

Refer to the Cisco Unified CCX Scripting and Development Series documents for more information on recording prompts.

The Cisco Unified CCX Scripting and Development Series includes the following documents